MindBody Supervisor / Team Leader

About the role

The MindBody Supervisor / Team Leader is a proactive, detail‑oriented leader responsible for managing a team of agents. You will ensure smooth day‑to‑day operations, maintain high performance standards and meet client expectations.

Key responsibilities

• Oversee attendance and scheduling, notify RTA of absences and maintain accurate reports.
• Share daily game plans, provide intraday KPI updates and real‑time support via MS Teams or Connect.
• Analyze trends in Power BI, CoPilot and GurusAssist, interpret reports, flag outliers and recommend improvements.
• Review and distribute weekly agent scorecards, reinforce KPI accountability and request updated BI reporting as needed.
• Conduct weekly one‑on‑one coaching sessions and handle customer escalations during high‑volume periods.
• Collaborate with Workforce Management on schedules, attend calibrations and complete required audits.
• Lead team‑building activities, manage disciplinary processes and support HR administration.

Required profile

• At least 6 months in current position and 3 months of MindBody experience.
• Absenteeism rate of 3.5% or lower over the last 3 months and no active disciplinary actions.
• Strong leadership, problem‑solving and organizational skills.
• Self‑motivated, adaptable and able to inspire others.
• Fluent in spoken and written English.

Required skills

• Proficiency with Microsoft Office tools.
• Experience using Power BI, CoPilot and GurusAssist for data analysis.
• Comfortable with MS Teams or Connect for real‑time communication.